1. Performance and Productivity
   Demonstrates effective problem solving, analysis and thinking skills and an eagerness to learn through self-teaching. Has the ability to work independently and communicates effectively.
   
   
2. Customer Service
   Maintains a positive attitude toward customer service and performance including cheerfulness, poise, patience, empathy, and control in dealing with difficult customers. Is willing to take the time needed to satisfy the customer.
   
   
3. Dependability
   Arrives to work and returns from breaks on time, avoids absences from work and meets deadlines and appointments.
   
   
4. Retention
   Is stable in the job with a relatively low risk of voluntary turnover, and overall satisfaction with the job.
   
   
5. Selling Potential
   Demonstrates persistent and persuasive selling skills, and uses cross selling as an opportunity to benefit customers.
   
   

Each of the five predictors has been empirically developed and validated against specific, relevant criterion measures. Similarly, the overall performance predictor has been validated against measures of overall job performance for customer service personnel.

Our data show that using the assessment significantly improves the employer's odds of selecting top performing new hires, and at the same time reduces interviewing costs by more than 50%.

Cross-validity studies have shown:

• 20% to 40% improvement in sales results
• 25% to 50% reduction in turnover
• Up to 70% reduction in interviewing costs
• Up to 250% improved passing rates for minorities